Detta klagom?l g?ller or?ttvist konfiskerande av vinster p? 36 550 CAD av JackpotCity Casino, trots min fullst?ndiga efterlevnad, verifieringsinsatser och eskalering genom alla l?mpliga kanaler. Operat?ren vidtog denna ?tg?rd utan att utf?ra n?gon kundkontroll (CDD) eller ge mig m?jlighet att verifiera min identitet eller finansieringsk?lla.
Jag l?mnade in denna fr?ga till eCOGRA och sedan till Kahnawake Gaming Commission (KGC). Tyv?rr d?mde b?da parter till operat?rens f?rdel, med h?nvisning till klausul 1.1.17 och klausul 10.17 i kasinots villkor. Dessa klausuler ?beropades dock utan att de obligatoriska regulatoriska kraven f?r efterlevnad av CDD och AML enligt KGC:s egna regler fr?n juni 2021 iakttogs eller verkst?lldes.
Tidslinje f?r h?ndelser:
- 11 mars 2025: Jag satte in 17 000 kanadensiska dollar med ett kreditkort som jag hade tillsammans med min man.
- 12 mars 2025: Jag beg?rde ett uttag p? 36 550 CAD.
- Samma dag: Mitt konto st?ngdes av, ins?ttningar ?terbetalades och vinster konfiskerades utan kontakt eller CDD-process.
- Mars–april: Jag kontaktade JackpotCitys support och sedan deras klagom?lsavdelning – inget meningsfullt svar.
- 17 april 2025: Jag l?mnade in en bestridandeans?kan till eCOGRA och skickade in fullst?ndig dokumentation.
- 15 maj 2025: Inl?mnade ett formellt genm?le.
- 3 juni 2025: eCOGRA st?llde sig p? operat?rens sida och h?nvisade till interna villkor utan att erk?nna sina regulatoriska skyldigheter.
- 12 juni 2025: Inl?mnade ett klagom?l till KGC.
- 17 juni 2025: KGC avslutade ?rendet med h?nvisning till samma interna villkor utan h?nvisning till regel?vertr?delser.
Klausuler som anv?nds f?r att motivera f?rverkande:
Klausul 1.1.17
"Om du anv?nder ett kredit- eller betalkort M?STE kortinnehavarens namn vara detsamma som det namn som anv?ndes vid registreringen p? webbplatsen. Om s? inte ?r fallet kan kontot st?ngas av... kontakta spelartj?nster f?r verifiering."
Klausul 10.17
"Casinot f?rbeh?ller sig r?tten att, efter eget gottfinnande, ogiltigf?rklara eventuella vinster och konfiskera eventuellt saldo... om namnet p? ditt casinokonto inte st?mmer ?verens med namnet p? det/de kreditkort som anv?ndes f?r att g?ra ins?ttningar."
Dessa klausuler ?beropades utan att f?lja den verifieringsprocessen som beskrivs med samma ordalag, och inte heller skyldigheterna enligt avsnitt 18, 19, 20 och 25 i KGC:s AML/CTF-f?rordningar.
Brister i efterlevnaden av CDD- och AML-regler:
Trots en stor ins?ttning och omedelbart uttag utf?rdes ingen kundtj?nst, och jag kontaktades inte f?r identitets- eller betalningsverifiering. Detta bryter mot:
- Avsnitt 18: Kundomd?me (CDD) m?ste utf?ras vid registrering och slutf?ras innan eventuellt uttag.
- Avsnitt 19: Identitet och finansieringsk?lla m?ste verifieras.
- Avsnitt 20: Om det finns n?gra farh?gor m?ste ut?kad due diligence genomf?ras.
- Avsnitt 25(e): Om bedr?geri p?st?s men inte styrks, m?ste operat?ren frig?ra medlen.
Jag anklagades aldrig f?r bedr?geri, och ingen f?rklaring gavs n?gonsin till varf?r jag hoppade ?ver verifieringsprocessen.
Proaktiva insatser ignoreras:
Jag skickade in f?ljande dokument till JackpotCity och eCOGRA:
- Myndighetsutf?rdat ID (min och min mans)
- St?mplat bankbrev som bekr?ftar gemensamt ?gande av kreditkortet
- R?kningen i mitt namn matchar kontoadressen
- Vigselbevis
- Fullst?ndig e-post- och chattkorrespondens med JackpotCity
- Tidslinje f?r alla h?ndelser och bidrag
Inget av dessa bekr?ftades, granskades eller ?tg?rdades av operat?ren, eCOGRA eller KGC.
Bunden:
- E-post-/chattavskrifter med JackpotCity
- Jackpot Citys tvistsvarsmeddelande
- Tvistregister fr?n eCOGRA
- Korrespondens med KGC
Varf?r jag kontaktar Casino Guru:
Jag anser att Casino Guru borde uppm?rksammas p? detta systematiska misslyckande i konsumentskyddet. Trots att jag f?ljt operat?rens villkor och l?mnat in giltiga dokument har jag f?rlorat mina r?ttm?tiga vinster utan r?ttslig pr?vning. Detta fall belyser hur interna villkor anv?nds f?r att ?sidos?tta bindande regulatoriska skyldigheter, vilket l?mnar spelarna oskyddade.
Beg?rd l?ttnad:
- Omedelbar ?terbetalning av de konfiskerade vinsterna p? 36 550 kanadensiska dollar
- En oberoende granskning av ?rendet
- Allm?nhetens uppm?rksamhet f?r att s?kerst?lla att s?dana metoder inte upprepas
- Tack f?r din tid och uppm?rksamhet. Jag tillhandah?ller g?rna ytterligare dokumentation p? beg?ran.
This complaint concerns the unjust confiscation of CAD $36,550 in winnings by JackpotCity Casino, despite my full compliance, verification efforts, and escalation through all proper channels. The operator took this action without performing any Customer Due Diligence (CDD) or giving me an opportunity to verify my identity or source of funds.
I submitted this issue to eCOGRA and then to the Kahnawake Gaming Commission (KGC). Unfortunately, both parties ruled in favor of the operator, citing Clause 1.1.17 and Clause 10.17 of the casino’s Terms and Conditions. These clauses, however, were invoked without observing or enforcing the mandatory regulatory requirements for CDD and AML compliance under KGC’s own June 2021 regulations.
Timeline of Events:
- March 11, 2025: I deposited CAD $17,000 using a joint credit card held with my husband.
- March 12, 2025: I requested a withdrawal of CAD $36,550.
- Same day: My account was suspended, deposits returned, and winnings confiscated with no contact or CDD process.
- March–April: I contacted JackpotCity support and then their complaints department—no meaningful response.
- April 17, 2025: I filed a dispute with eCOGRA, submitting full documentation.
- May 15, 2025: Submitted a formal rebuttal.
- June 3, 2025: eCOGRA sided with the operator, citing internal terms without acknowledging regulatory duties.
- June 12, 2025: Submitted a complaint to KGC.
- June 17, 2025: KGC closed the case, citing the same internal terms without reference to regulatory breaches.
Clauses Used to Justify Confiscation:
Clause 1.1.17
"If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account may be suspended... contact Player Services for verification."
Clause 10.17
"The Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance... if the name on your Casino account does not match the name on the credit card(s) used to make deposits."
These clauses were invoked without following the verification process described in the same terms, nor the obligations under Sections 18, 19, 20, and 25 of the KGC AML/CTF Regulations.
CDD and AML Compliance Failures:
Despite a large deposit and immediate withdrawal, no CDD was performed, and I was not contacted for identity or payment verification. This violates:
- Section 18: CDD must be performed at registration and completed before any withdrawal.
- Section 19: Identity and source of funds must be verified.
- Section 20: If there are any concerns, Enhanced Due Diligence must be conducted.
- Section 25(e): If fraud is alleged but not substantiated, the operator must release the funds.
At no point was I accused of fraud, and no explanation was ever given for skipping the verification process.
Proactive Efforts Ignored:
I submitted the following documents to JackpotCity and eCOGRA:
- Government-issued ID (mine and my husband's)
- Stamped bank letter verifying joint ownership of the credit card
- Utility bill in my name matching the account address
- Marriage certificate
- Full email and chat correspondence with JackpotCity
- Timeline of all events and submissions
None of these were acknowledged, reviewed, or addressed by the operator, eCOGRA, or KGC.
Attached:
- Email/chat transcripts with JackpotCity
- Jackpot City Dispute Response Notice
- Dispute records from eCOGRA
- Correspondence with the KGC
Why I'm Contacting Casino Guru:
I believe Casino Guru should be made aware of this systemic failure in consumer protection. Despite following the operator’s terms and submitting valid documents, I have lost my rightful winnings with no due process. This case highlights how internal terms are being used to override binding regulatory obligations, leaving players unprotected.
Relief Requested:
- Immediate release of the CAD $36,550 confiscated winnings
- An independent review of the case
- Public attention to ensure such practices are not repeated
- Thank you for your time and attention. I am happy to provide any further documentation upon request.
Automatiskt ?versatt:
